FNB deducted a charge from my account for a card replacement fee

FNB deducted a charge from my account for a card replacement fee. I did not request for a new card neither did anyone from FNB advise me of that. I logged a query on Wednesday when I seen it with an agent called Perry, he said it will take 48 hours, it's been after 48 hours and I've been following up with them since half past 8 this morning, they keep disconnecting me and telling me I will be routed to another agent, I've spoken to Perry, Zama, Tammy and Khutso. They keep telling me to hang on while they check my query and than don't come back to me and it gets disconnected. I mean it's 4pm now and I still haven't gotten assistance? Is this really what FNB calls great customer service? And they will always be there for their clients? I'm really exhausted of this and thinks it needs to be on hello Peter, I would not recommend anyone to FNB and I will definitely be changing my account!